Planning & Customer Manager

ZipRecruiter; Derby; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee planning and customer service operations. This role emphasizes team development, collaboration, and continuous improvement, ensuring high-quality service delivery. You will manage the External Planning Manager and Customer Call Centre, driving efficiency through effective coordination and performance monitoring. The ideal candidate will have a strong background in utilities, exceptional customer service skills, and a commitment to fostering innovation and best practices. Join a forward-thinking organization that values diversity and inclusion, and make a meaningful impact in the utilities sector.

Qualifications

• Proven leadership experience in managing teams and delivering customer service excellence.
• Familiarity with planning and scheduling systems is advantageous.

Responsibilities

• Oversee planning and customer service functions to ensure operational efficiency.
• Monitor team performance and implement necessary improvements.

Skills

Team Leadership

Customer Service

Problem Solving

Communication Skills

Planning and Scheduling Systems

Education

Experience in Utilities Sector

Management Experience

Tools

SAP

Advantex

Job description

This leadership role is responsible for overseeing both the planning and customer service functions within the organization. You will supervise the External Planning Manager, ensuring the safe and compliant execution of all digging activities, and manage the Customer Call Centre operations to deliver exceptional service.

Key responsibilities include coordinating efforts between teams, monitoring performance, resolving operational challenges, and reporting to senior management. You will also work closely with the TMA Manager to reduce permit-related charges and maintain strong relationships with Highway Authorities.

A focus on team development, collaboration, and continuous improvement is essential to drive efficiency and customer satisfaction.

Key Responsibilities

1. Oversee External Planning Manager: Supervise the Planning Manager responsible for managing permits, schedules, and plans all digs. Ensure the creation of safe digging utility packs and compliance with all relevant regulations.
2. Manage Customer Call Centre Operations: Oversee the Customer Call Centre Manager, ensuring high-quality customer service and satisfaction.
3. Coordination and Collaboration: Facilitate communication between planning and customer service teams for seamless operations.
4. Performance Monitoring: Monitor and evaluate team performance, implementing improvements as needed.
5. Reporting: Prepare reports on planning and customer service activities for senior management, highlighting trends and opportunities.
6. Problem Solving: Address operational issues promptly and implement solutions to prevent recurrence.
7. Training and Development: Provide training opportunities to enhance team skills and foster a positive work environment.
8. Work with TMA Manager: Collaborate to reduce permit recharges, FPNs, and S74 charges, maintaining relationships with Highway Authorities.

Innovation and Collaborative Working

1. Promote Innovation: Support innovative ideas within teams to foster continuous improvement.
2. Collaborative Working: Ensure effective cross-departmental collaboration to achieve shared goals.
3. Best Practices: Identify and share best practices to drive excellence and innovation.

Experience and Qualifications

• Previous team leadership or management experience
• Knowledge of planning and scheduling systems (SAP/Advantex) is advantageous
• Exceptional Customer Service skills
• Experience in Utilities sector
• Good verbal communication skills
• Highly computer literate

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is an Equal Opportunity Employer and welcomes applications from ex-Armed Forces personnel, reservists, veterans, and military spouses/partners. We are committed to an inclusive environment where all employees feel valued and included.

By applying, you agree to our privacy policy regarding personal information.

About Network Plus

Network Plus is an award-winning provider of utility and infrastructure services across the UK, valuing diversity and inclusion in its workforce and supply chain.